An innovative startup is aiming to launch a radical new car. Oaklin were asked to help define a digital-first experience for consumers, without traditional car dealerships.
Oaklin deployed Product Management specialists to craft the new user experience, taking best practices from around the world and across sectors.
Oaklin was engaged by an Automotive start-up, who had identified a gap in the market for an uncompromising, utilitarian, hardworking 4x4 vehicle engineered for modern day compliance and reliability, to define their Digital Customer Experience Platform.
The start-up wanted to bring a disruptive, direct-to-consumer retail model, supported by an industry-leading customer and ownership experience. As such, they wanted to develop a leading digital estate to provide customers with exceptional and seamless experiences when interacting, purchasing, and owning the vehicle.
Oaklin embedded within a lean business team and worked collaboratively with the business stakeholders to rapidly understand the strategy, key business milestones (including External Design Reveal, Prototype Reveal, Order Book Opening) and outcomes, and developed a prioritised roadmap of capability and functionality drops that aligned with milestone dates. Working with IT delivery teams, a programme of work was developed, splitting the platform into six solution delivery workstreams (including CMS & Website, E-commerce, Online Account Management, Mobile Apps, and Analytics).
Oaklin led the Business Design Authority with responsibility over definition, design, prioritisation and alignment of the digital landscape, ensuring the platform delivered would enable the desired business outcomes and customer experience. Oaklin led each delivery workstream through an extended, 4 phase, double-diamond approach of Discovery, Define, Develop and Deliver. At each stage, customer needs and user insight were distilled and paired with business requirements for prioritisation and optimisation of designs.
Oaklin’s Digital Platform approach combines a focus on business outcomes, a deep understanding of platform capabilities and vendor-agnostic architecture and ensures focus on “how to engage” customers, employees and partners rather than on the “what to build”, prioritising feature delivery based on business outcome and value.